Cleopatra Luneburg

Top Pipedrive partner in NZ and SE Asia, providing CRM implementation, project management, marketing automation, communication integration, and client training.

A team of ten, my role was to onboard, train company users, and conceptualise SaaS solutions while reporting directly to one of the co-founders and the Motii team.

• Critical team member to serve as the primary point of contact for clients from initial contact through discovery, training, go-live, post-implementation support, and customer success, leading to renewal.
• Collaborated with the Motii team to deliver optimal client solutions.
• Guide clients through their SaaS journey, building robust systems, driving adoption, and helping Motii clients achieve their goals.

Achievements include restructuring the company's internal onboarding system, creating an automated invoicing and notification system, and developing real-time reporting dashboards.

Australian SaaS solutions provider to global businesses in finance management, customer and marketing support, job management, productivity and registration systems.

A team of eleven, I served as the project manager and reported to the heads of sales and delivery.

My role was onboarding, training, and executing projects within strict deadlines for our global clients.

• Primary point of contact for clients from initial enterprise set-up to providing tailored business solutions and advice to key client stakeholders.
• Guiding clients through their monday.com journey, building robust systems, driving adoption, and helping Upstream Tech clients achieve their goals.
• Collaborate with internal teams to ensure successful account management and customer insights to foster product awareness and drive usage of company products.
• Identifiy expansion opportunities and cross-sell through data analysis channels.

Achievements include restructuring the company's onboarding processes, aligning platform capabilities with customer ROI, and receiving positive feedback in performance reviews.

• As a CSM, develop a proactive approach by leveraging reports to identify expansion opportunities.
• Serve as a trusted advisor to clients by providing them with comprehensive onboarding, training, and support services.
• Identifiy opportunities for expansion and cross-selling in consultation meetings.
• Collaborate with internal teams for successful account management and customer insights to foster product awareness and drive product usage.
• The primary point of contact for clients from initial enterprise set-up to providing tailored business solutions and advice to key client stakeholders.
• Assisting clients throughout their SaaS journey, developing robust systems, encouraging adoption, and accomplishing clients' time-sensitive goals.

Achievements include consistently receiving positive feedback from clients, achieving positive performance reviews, and delivering exceptional services to clients.

BGL provides software solutions to 9,500+ businesses in 15 countries with intelligent web applications.

I oversaw a portfolio of 450 enterprise stakeholders in the accounting and self-managed super fund industry.

• Manage a portfolio of 450 enterprise accounts across Australia and New Zealand.
• Provide superior customer service support in the self-managed superfund and corporate compliance space.
• Cross-functional team collaboration to support key accounts in sales, dev ops and business areas for SaaS and desktop clients.
• Demo product solutions to eliminate and address client pain points.
• Seek out new opportunities and growth opportunities within a managed portfolio.

Achievements include creating a new sales approach, increasing revenue, maintaining a high CSAT score, and proactively developing new accounts.

• Tailored experience providing excellent customer service support in the self-managed super fund (SMSF) sector.
• Cross-functional teams collaborate to provide sales, technical, and customer support to key accounts
• Maintain accurate records of client interactions using internal CRM tools.

Achievements include achieving a high CSAT score, receiving credible feedback from management, and being promoted to Senior Account Manager.

Department store chain, with over 14000 employees.

My role was to lead functional teams, reinforce goals and objectives, and set clear expectations of policies and procedures to serve the customers better.

• Conduct regular meetings to reinforce business goals and objectives for the day.
• Increase product awareness through creative merchandising display pop-ups.
• Provide superior customer service and problem-solving solutions to customers.
• Maintain high safety standards for team members by executing regular checks and providing a hazard-free, safe work environment.

Achievements include receiving commissions for achieving sales targets, being recognized for exceptional managerial skills, and maintaining a work environment prioritizing safety and security.

SY Group is a chartered accounting firm that provides accounting, taxation, superannuation, and financial planning services to individuals and businesses.

Managed a set portfolio of highly valued stakeholders and produced financial reporting, tax planning data, and corporate compliance reports for large entities.

• Closed the business's accounting books and gathered and prepared financial reports for key stakeholders.
• Engaging in monthly training sessions to remain updated with the latest professional accounting standards.

Achievements include receiving commendations for attention to detail and practical communication skills, being recognized for work in financial reports, and successfully automating tax return preparation.